The case of the canopy key

I rented a Toyota Hilux through Europcar for work as we had to transport a lot of equipment to hoedspruit and back.

Europcar gave us the best deal however maybe we should have paid extra and gone with Hertz or another company instead.

The staff at the OR Tambo office were extremely unhelpful. From the moment we walked in they had an attitude like they did not want to be there and they did not want to help us. Eventually after 30 minutes we were given the keys. Mind you the office was completely empty and we had made a book prior to our arrival at the office.

Upon reaching the vehicle I went to open the canopy lock. It was at this point the the key for said lock completely snapped in half, leaving half the key in the lock. At this point I was already unhappy and this made matters even worse.

I went back down to the office where yet again I was made to wait before I recieved assistance for 20 minutes. Finally when the employee at the counter did assist me he said to me and I quote, "What do you want me to do?". I wanted this issue resolved, either the lock must be repaired in the next 10 minutes or I must get another vehicle. Eventually after consulting with his peer he chose to give me a new vehicle however first I was made to fill in an accident report form. I asked him if I was going to be charged for the key to which he told me he does not know. I told him that they cannot charge me for the key as that would be very unfair. It is not my fault that the metal of the key had gone soft.

Fast forward 2 weeks and I have not recieved a single communication from Europcar regarding my refund. So I call the call centre. It was at this point I discovered that the refund had been placed on hold due to the key situation. Europcar are now charging me R300 for said key. Now I know it is not a lot of money however it is the principle that I am being charged in the first place. The lady I spoke to on the phone was not sure what sshe could do for me and so she handed me over to her supervisor, Pretty.

Pretty is hands down the worst human being I have ever dealt with in a customer service position. She kept repeating to me the same line over and over about how the key was in my possesion and I am liable. She was so incredibly stubborn and unwilling to hear me out. I was getting so upset at her unwillingness to even attempt to help me, I was on the verge of tears. No matter what I said she kept repeating the same line. She was not intereseted in providing me customer support at all.

I have left this matter now and have resigned myself to the fact that I am being charged for something that is not myh fault. Mark my words me and my company will never use Europcar ever again.